---
title: "Configure agent phone channel properties"
slug: "configure-agent-phone-channel-properties"
updated: 2026-07-23T10:07:08Z
published: 2026-07-23T10:07:08Z
canonical: "help.8x8.com/configure-agent-phone-channel-properties"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure agent phone channel properties

An **8x8 Contact Center** agent channel is a phone channel associated with an **8x8 Contact Center** agent, and is automatically created when you create an agent in **Account Manager**. You can edit an agent channel, and enable or disable it in **8x8 Configuration Manager**. A default IVR script is linked to the agent DID and agent PBX extension. The administrator can create a custom script and configure it for the agent.

**To configure an agent channel properties in 8x8 Configuration Manager:**

1. From the **Configuration Menu**, open **Channels**.
2. Select an **agent** channel from the list, and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_edit_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A39%3A36Z&se=2026-11-03T23%3A39%3A36Z&sr=c&sp=r&sig=xquffSkQQjJrezmD%2B9kS3Hs2qht9TYfDSH0dw0Rr6fQ%3D). The Users list opens and the agent you have selected appears highlighted in the list.
3. Open the **Phone** tab. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/vovcc-cfgmgrchannelsphone02.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A39%3A36Z&se=2026-11-03T23%3A39%3A36Z&sr=c&sp=r&sig=xquffSkQQjJrezmD%2B9kS3Hs2qht9TYfDSH0dw0Rr6fQ%3D)
4. View or make changes to channels and scripts associated to the agent under **Channels and Scripts linked to this Agent**. For details, refer to [Configure Phone Settings](/documentation/docs/content-configure-phone-settings). The following table summarizes **Users > Phone tab > Channels and Scripts linked to this Agent**:

| Channels and Scripts linked to this Agent | Description |
| --- | --- |
| Channel Name | Read-only agent name; also represents the channel name that is linked to the agent's public or PBX number. **8x8 Agent Console** displays the channel name when the agent receives an incoming phone interaction. |
| Calling Name Display | Read-only reminder. Refers to the Calling Name Display (CNAM) that is used when the outbound calls use the associated public number as outgoing Calling Line ID (CLI). |
| Public Number | Indicates the external phone number or the Direct-Inward-Dialing (DID) number of the channel. If the extension number is a dedicated extension such as 1001, the Public Number gets populated with the DID number. For virtual numbers that are not associated with any DIDs, this field remains blank. |
| Script Name-Public Number | Indicates the IVR script associated with the agent's public number. It directs external callers to the agent's call-handling script. You can choose another script from the drop-down menu and assign to this agent. For details, refer to [Create a Phone IVR Script](/documentation/docs/content-create-a-phone-ivr-script). |
| PBX number | This is the system-assigned number used for agent presence and internal calling to the agent. Channels linked to agents get a PBX Number on migration. Adding and linking a new channel to an agent adds the PBX Number to the channel. For a dedicated extensions such as 3002, both Public Number and PBX Number appear in the table. However, for a system-assigned extension number such as 6002, neither of the two fields are populated in the table, since there is no corresponding DID assigned with the extension number. |
| Script Name-PBX Number | Indicates the IVR script associated with an agent's PBX number. Internal calls to this agent's PBX number receives this script treatment. For details, refer to [Create a Phone IVR Script](/documentation/docs/content-create-a-phone-ivr-script). |
5. Click **Save**.